Job Requirements

• At least 5 years of experience in the same field
• 3Shape Dental System Expertise: Proficiency in 3Shape Dental System, TRIOS, 3Shape Unite, and 3Shape Scanners, with experience in designing crowns, veneers, implants, and digital dentures (basic to advanced, including daily unit targets).
• Digital CAD Workflow: Hands-on experience with the complete digital workflow, including order creation, scanning (via 3Shape or 3rd-party scanners), design, and production through milling, 3D printing, or laser sintering.
• Technical Skills: Basic to advanced troubleshooting of Windows systems (firewall, path files, software installation), minor 3Shape Communicate System troubleshooting, and proficiency in MS Office.
• Dental Knowledge: Understanding of basic dental terminologies, including tooth numbering systems, anatomy, and morphology, as well as knowledge of dental laboratory materials and their applications.
• Experience & Expertise: Proven years of experience using 3Shape Dental System software and applications in a professional setting.

Job Description

• Customer Inquiry Management: Independently handle and transfer customer inquiries from Global Customer Care via various communication channels, upgrading automatically generated cases as needed per process guidelines.
• CRM Case Management: Create and manage cases in the CRM system for both Laboratory Materials and Digital Clinical categories, ensuring proper documentation and compliance.
• Issue Resolution: Provide process-compliant support for issues ranging from minor (Class I) to severe (Class II), and critical (Class III) impairments with necessary support.
• Customer Communication: Serve as the primary contact for customer advice and problem-solving in English (additional languages optional), collaborating with other support locations when required.
• Collaboration & Compliance: Work with internal teams, 3rd level support, and external partners to resolve escalated cases while ensuring compliance with established processes and documentation standards.